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Servicios de soporte

En Sophos, nos tomamos el soporte muy en serio para asegurarnos de que recibe rápidamente la asistencia que necesita. Muchos de nuestros productos incluyen soporte 24 horas y actualizaciones de forma estándar pero, en el caso de los que no, puede elegir el nivel de soporte más adecuado para su empresa.

Según el paquete elegido, podrá recibir ayuda directa y personal de nuestros ingenieros por teléfono o correo electrónico, o acceder a nuestra completa base de conocimiento de soporte en línea para realizar búsquedas. Nuestro servicio de soporte le ofrece las últimas noticias sobre los productos e información general sobre amenazas y estrategias de protección para ayudarle a prevenir problemas. Nuestros expertos le ayudan a instalar, configurar y actualizar nuestros productos, y a resolver todos los problemas técnicos. Además, no ponemos ningún límite a la ayuda que puede obtener. Abra tantos casos de soporte como necesite: si tiene algún problema, queremos ayudarle a solucionarlo.

Y si elige nuestros paquetes de soporte Premium o Platino, disfrutará de ventajas como los contratos formales de nivel de servicio con tiempos máximos de respuesta y traspaso a equipos superiores de asistencia, e ingenieros de soporte personales que supervisan todas las actividades.

Pertenecemos a TSANet (www.tsanet.org), la alianza neutral internacional de soporte, lo que nos permite trabajar directamente con otros proveedores para solucionar problemas relacionados con sus tecnologías.

El estándar SCP nos convierte en miembros de una comunidad de empresas que ofrecen servicios de la más alta calidad. El esfuerzo conjunto y el intercambio de prácticas recomendadas ayudan a conseguir un soporte técnico mejor para todos.

Ventajas clave

  • Ayuda 24 horas por teléfono, Internet o correo electrónico
  • Asistencia en su idioma
  • Solución de problemas con plataformas de otros proveedores

Sophos Technical Support is delivered through three packages: Standard, Premium and Platinum. Each package ensures you get the most out of your investment and that you remain protected against increasingly complex and evolving threats.

Standard Support is available around the clock, every day of the year and is included at no extra cost in all subscription licences. For perpetual licences, Standard Support must be purchased separately. Premium and Platinum Support are available for an additional fee, based on your license cost, and provide penalty-backed service level agreements.

An overview of our Standard, Premium and Platinum services

To find out more, contact your partner or Sophos account manager.

Key featuresStandardPremiumPlatinum
24/7/365 Support
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Unlimited support cases and authorized contacts
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Software downloads, updates and maintenance
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Phone, email and web-based support channels
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Access to Support Knowledgebase
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Basic incident handling
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Access to Support Forums
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Access to News Subscriptions
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Defined Service Level Agreements with Support Credits*  
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Remote Technical Consulting/Training (4 hours included per contract)  
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Priority incident and malware sample handling  
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VIP Access to dedicated Senior Technical Resource Team**  
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Online Support case management and reporting portal  
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Sophos ZombieAlert Service and Sophos WebAlert1  
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Remote Assistance Support  
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Named Technical Support Account Manager (TSAM)    
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Proactive communications and alerts    
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Performance and feature optimization    
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Enhanced SophosLabs Services    
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Championed access to Sophos resources    
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1The Sophos ZombieAlert service provides organizations with immediate warning of spam originating from their networks. Sophos WebAlert warns organizations if their website has been compromised by hackers and is hosting malware.

* For information on availability in your region, please contact your local Sophos office

** Available in most geographies. Check with your local sales team if applicable in your region.

Sophos UTM Technical Support (formerly Astaro Technical Support) is delivered through three packages: UTM Web, UTM Standard and UTM Premium.

UTM Web: Included free-of-charge with every UTM base license and offers a 72 hour bring in hardware replacement during the period of 1 year as well as unlimited access to web based self-help support such as the Sophos Knowledgebase and User forums

UTM Standard: Included with every UTM security subscription with a run time of 1, 3 or 5 years and offers a 24 hour bring in hardware replacement, automatic software updates as well as technical 10*5 support via your UTM partner

UTM Premium: This can be purchased as an optional upgrade to the Standard Support for 1, 3 or 5 years and offers a 24 hour up front hardware replacement, automatic software updates as well as 24x7 technical support direct from Sophos support engineers

An overview of our UTM Web, UTM Standard and UTM Premium services

To find out more, contact your partner or Sophos account manager.

Support LevelUTM WebUTM StandardUTM Premium
Included with Base license Subscription Premium Support Contract
Software Updates
New Software Releases Manual Automatic Automatic
Pattern Updates N/A Yes Yes
Technical Support
Service Hours - 10/5 24/7
Support Forum/Knowledgebase Yes Yes Yes
Support via Website Partner Support Desk
Open Support Cases No Yes Yes
Hardware Replacement
Hardware Replacement Level 72h bring in* 24h bring in 24h up front

* For the duration of the hardware warranty